Collections Strategy Specialist - Cardiff

Hello, we’re Starling. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

The role:

The Collections Strategy Specialist will be responsible for developing, delivering, and optimising Starling’s collections strategies. The role requires a strategic thinker with good analytical skills, a natural curiosity/problem-solving mindset, and a good understanding of the regulatory landscape.

A working knowledge of Retail Collections strategy is essential and knowledge of SME Collections strategy is beneficial but not essential.

You will be expected to work from the office twice a week.

Key Responsibilities:

• Design and implement comprehensive collections customer strategies tailored to different customer segments
• Continuously review and refine the collections strategy to improve recovery rates and drive good customer outcomes. 

Performance Analysis: 

• Use data-driven insights to identify trends, opportunities and areas for improvement.
• Undertake strategy performance and execution monitoring through the use of data and account level assessments

Regulatory Compliance:

• Ensure all collection strategies comply with relevant UK regulations and industry standards.
• Stay updated on changes in legislation and regulatory requirements affecting Collections and customers in financial difficulty 

Strategy Design:

• Develop strategies that balance effective debt recovery with maintaining good customer outcomes
• Implement customer-centric approaches to collections that are empathetic and fair.

Stakeholder Management:

• Collaborate with internal stakeholders, including Risk, Compliance, Legal, and operations, to ensure a coordinated approach to collections
• Work closely with operations and other support teams to ensure strategies are embedded.

Requirements

Skills:

• • Analytical mindset with a natural intellectual curiosity 
  • Comfortable working in a fast paced environment and ability to support across a number of pieces of work both BAU and strategic enhancements
  • Excellent communication skills and the ability to tailor messages across a range of stakeholders 
  • Ability to work with technology teams to look at ways to enhance the collections strategy (engineering/data science)

Key Competencies:

• • Strategic Thinking: Ability to develop long-term strategies that align with business objectives
  • Analytical Skills: Using data to understand the effectiveness of strategies and drive enhancements 
  • Adaptability: Flexibility to adapt to changing regulatory landscapes, market conditions, and business needs
  • Innovation: Drive to implement innovative solutions and improve existing processes.

Benefits

• • 25 days holiday (plus take your public holiday allowance whenever works best for you)
  • An extra day’s holiday for your birthday
  • Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
  • 16 hours paid volunteering time a year
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary & group income protection
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Incentives refer a friend scheme
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

About us:

• You may be put off applying for a role because you don't tick every box. Forget that! While we can’t accommodate every flexible working request, we're always open to discussion. So, if you're excited about working with us, but aren’t sure if you're 100% there yet, get in touch anyway.We’re on a mission to radically reshape banking – and that starts with our brilliant team. Whatever came before, we’re proud to bring together people of all backgrounds and experiences who love working together to solve problems.
  Starling Bank is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. When you provide us with this information, you are doing so at your own consent, with full knowledge that we will process this personal data in accordance with our Privacy Notice.By submitting your application, you agree that Starling Bank may collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we may process, where we may process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.